Customer Experience and Sales (Chinese Speaking)

Job Summary

Responsible for delivering exceptional customer service while supporting customer acquisition, retention, and business growth initiatives. Serve as the primary point of contact for customers across multiple channels, ensuring a seamless customer journey while promoting company products, services, and campaigns to drive engagement, successful registrations, account activations, and transaction growth.

Key Responsibilities

Customer Service & Experience

• Provide professional and timely support through chat, email, phone, and social media channels.
• Assist customers with account registration, KYC verification, international money transfers, foreign exchange (FX) rates, transaction inquiries, and platform usage.
• Deliver high-quality customer service to enhance customer satisfaction, loyalty, and retention.
• Monitor service quality and recommend improvements to communication templates, FAQs, and chatbot responses.

KYC & Compliance Operations

• Review, verify, and approve customer KYC/CDD documentation in accordance with company policies and regulatory requirements.
• Ensure customer records are accurate, complete, and compliant with AML/CFT regulations.
• Process customer profile updates, account modifications, and account closure requests.

Sales & Business Growth

• Promote company products, services, referral programs, and marketing campaigns to prospective and existing customers.
• Encourage customer registrations, KYC completion, account activation, and successful transaction execution.
• Identify customer needs and recommend suitable solutions to increase engagement, conversion, and transaction volume.
• Support customer acquisition and retention initiatives to achieve business growth targets.

Customer Relationship Management

• Build and maintain strong customer relationships through proactive communication and follow-up.
• Analyze customer behavior and transaction trends to provide personalized support and recommendations.
• Support customer retention and reactivation programs to increase repeat transactions and customer lifetime value.

Complaint Resolution & Issue Management

• Handle customer complaints professionally and efficiently to ensure timely resolution.
• Coordinate with internal teams to investigate and resolve customer issues within established service levels.
• Act as a liaison between customers and relevant departments to ensure a positive customer experience.

Reporting & Process Improvement

• Prepare daily, weekly, and monthly reports on customer service performance, operational trends, and campaign effectiveness.
• Collect and analyze customer feedback to identify service improvement opportunities.
• Recommend and implement process enhancements to improve operational efficiency and customer satisfaction.

Compliance & Data Protection

• Maintain strict confidentiality of customer information and comply with PDPA, data privacy, and security requirements.
• Ensure all activities adhere to internal policies, regulatory standards, and compliance guidelines.

Marketing & Brand Promotion

• Represent the company at exhibitions, roadshows, seminars, and promotional events to enhance brand awareness and customer acquisition.
• Support event operations and customer engagement activities during campaigns and marketing initiatives.
• Assist in creating marketing content, including photos, videos, and promotional materials on an occasional basis.
• Collaborate with the Marketing team to execute campaigns and gather customer feedback for service and product improvement.

Additional Responsibilities

• Participate in special projects and perform other duties assigned by management to support organizational objectives.

Qualifications

• Education: Bachelor’s degree or higher in Finance, Economics, Business Administration, or a related field.
• Experience: 1–2 years of experience in Customer Support or Customer Service. Experience in FinTech, Banking, Money Transfer, or Financial Services will be highly advantageous.
• Industry Expertise: Strong understanding of international money transfers, foreign exchange (FX), KYC/CDD, and online financial transaction regulations.
• Customer Service Mindset: Strong service-oriented mindset with high emotional maturity and the ability to make sound decisions under pressure.
• Key Skills: Highly detail-oriented with excellent attention to accuracy. Able to communicate professionally and appropriately, demonstrate empathy, understand customer concerns thoroughly, and resolve issues effectively within established policies and procedures.
• Attitude: Demonstrates a strong Can-Do attitude, embraces challenges, adapts quickly, and remains flexible in a fast-changing work environment.
• Communication Skills: Excellent negotiation and communication skills, with the ability to de-escalate challenging situations and turn difficult customer interactions into positive experiences.
• Language Skills: Fluency in Chinese and Thai, with strong proficiency in both written and spoken communication (required).
• Digital Skills: Proficient in Google Workspace and Customer Relationship Management (CRM) systems.